CRM manager for the North American market

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.

• Owns the end to end delivery of cross-channel CRM campaigns from ideation, planning, creative briefing to production and post-campaign analysis
• Manage the integration of Braze with other marketing technologies (e.g., Typeform) to drive data-enriched personalisation and improve customer engagement/retention across channels
• Leads the implementation of strategic CRM initiatives that leverage data analytics and automation to drive customer engagement and retention.
• Optimises CRM processes by analysing workflows, identifying bottlenecks, and implementing solutions that enhance operational efficiency and effectiveness.
• Responsible for developing and implementing best practices in CRM execution to ensure consistency, quality, and alignment with organisational goals.
• Designs and conducts meaningful experiments aimed at influencing lag metrics (e.g., customer retention rates, LTV) by utilising A/B testing and other analytical methods.
• Conducts data analysis to derive actionable insights that inform CRM strategies to improve customer experience and achieve business goals
• Leads the creation of CRM initiatives to solve strategic problems, using internal insights and external research to inform our approach and deliver a best-in-class customer experience
• Develops complex customer journey maps that identify key touchpoints, pain points, and opportunities for enhancing customer experience.
• Applies market, industry and competitor insights to drive informed decision-making
• Creates and executes comprehensive cross-channel CRM strategies that integrate customer interactions across multiple platforms/channels to enhance customer engagement and drive business outcomes.
• Sets KPIs and success metrics tailored to CRM objectives and conducts thorough performance analysis to assess effectiveness, identify trends, and inform strategic adjustments.
• Support the wider CRM team to deliver monthly revenue targets and channel KPIs, remaining reactive and agile with a test-and-learn approach

• Experience in CRM within a D2C or subscription business.
• Hands-on HTML and Liquid coding experience.
• Experience building automated, multi-touch, omnichannel CRM journeys.
• Strong understanding of customer segmentation, data and CRM/retention metrics.
• Experience in the North American Market
• Excellent prioritisation and project management skills in a fast-paced, evolving environment.
• Ability to influence stakeholders and collaborate cross-functionally.
• Strong written and verbal communication skills in English.
• Creative problem-solving skills and a proactive, solutions-focused mindset.
• Able to work autonomously while contributing effectively to a team.
• Будет плюсом: Experience in Braze is desirable but not a deal breaker

• Generous equity allocations with significant upside potential
• Annual leave allowance alongside public holidays
• Private health insurance, along with pre-existing condition, dental, and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work scheme
• Electric car scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Annual home working and L&D allowance
• Free Headspace subscription, employee assistance programme, and discounted gym memberships